Complaints

This profile includes complaints for Worthy.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Worthy.com

  25 West 45th St 2nd Floor Manhattan, NY 10036

  
• 

  Worthy.com

  20 W 37th St Fl 12 New York, NY 10018-7365

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I contacted Worthy by phone regarding this issue, but they have completely ignored me. My package has been stuck since February 24th. I sent them an 18K gold Cartier bracelet and have followed up via email and phone calls, but they are unresponsive. I urgently need assistance resolving this.Package #************

  

  Business Response

  Date: 03/19/2025

  Hello *** *******, 
  
  We understand how concerning this situation is and want to assure you that we take shipping issues very seriously. While delays during transit are rare, we have already taken steps to investigate this with ****** A trace was initially filed, and a formal claim is now in process.
  
  We know waiting for their investigation can be frustrating, and we remain committed to supporting you throughout this process. You are currently working with a senior member of our team, and they will continue to keep you updated on any developments. Please dont hesitate to reach out to them directly if you have any questions.
  
  We appreciate your patience and will continue to do everything we can to assist you.
  
  The Worthy Team

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item #******* Jewelry item sold by worthy.com for $1725.00 on 11/26/24 in agreement with me for an 18% commission. Funds to be paid to me within 5-10 business days. 10 days was 12/12/24. It is now 12/16 with no contact from worthy.com. In consideration of this breach of contract;Acceptable outcomes:Return the item or,Forfiture of commission with immediate payment.

  

  Business Response

  Date: 12/20/2024

  Hello *** **********
  
  Thank you for sharing your feedback and bringing this matter to our attention.
  
  We sincerely apologize for the delay in processing your payment, as we understand how important timely communication and resolution are for our customers. While we did experience a delay, we want to highlight that a member of our team was actively working with you to provide updates throughout the process and address any concerns regarding your payment.
  
  Were happy to confirm that your payment has now been issued, and we hope this resolves your immediate concerns. Your experience has highlighted areas where we can improve our communication during payment processing, and we will use your feedback to enhance our processes moving forward.
  
  A senior member of our team will reach out to you directly to ensure there are no unresolved concerns. If you have any additional questions in the meantime, please dont hesitate to reach out.
  
  Best regards,
  
  Worthy Team

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold a ring on worthy on 11/10/24 and payment was supposed to be direct deposited within a few days, but we're approaching a full month in which they've had access to the ring and/or funds. Just get a run around email that the finance team is having an issue but just a run-around email.

  

  Business Response

  Date: 12/06/2024

  Hello *** ******************** you for choosing us to help sell your bridal set. We deeply regret that what should have been a successful experience was impacted by a delay in processing your payment.
  
  While our normal payment processing timeframe is 510 business days, your payment was issued three days outside this window. We sincerely apologize for this delay.
  
  We aimed to maintain clear communication with you during this time and proactively let you know we were working diligently to process payments amidst holiday-season delays, which contributed to the extended timeframe.
  
  We completely understand how frustrating it can be to receive your payment later than anticipated. Wed like to connect with you directly to confirm youve received your payment and address any remaining concerns you may have.
  
  Thank you for your understanding and patience. Please know were here to support you and ensure the rest of your experience is a positive one.
  
  Best regards,
  
  Worthy Team
  

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a Rolex watch to Worthy in early September and it was successfully sold at auction on 10/9/24, it was stated it would take 5-10 business days for my money to be transferred to my bank with their 18% commission, Fine. With a holiday, that meant 10/24/24 was the last day of their policy. I called on 10/22 and spoke to a representative to check my payment status and verify my banking routing and account number. Friday, 10/25 at 5 PM I was told it would go into my account 1-2 business days and I would have my funds. Here it is 10/30/24, full 4 days and no money and they state an issue with my banking info, The banking info was screenshotted for them, no error in typing, it's a Regions checking account and it can't get much clearer. I have asked for a cashier's check to be overnighted via *** Ex today. To me, that is only fair. They have had $580 since my item sold and access to my cash for over 3 weeks. I have not seen an invoice of the sale, an e mail from the Finance director, a screen shot of what the error is, just the run around.

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an item via worthy on 9/30/24. I was told I would receive payment between 5-10 business days. I have not received payment. I have called and email and they say they are escalating my concern.

  

  Business Response

  Date: 10/21/2024

  Hello *** ********************* you for taking the time to share your experience with us.
  
  With the information you provided, we were able to locate your account and gain a clearer understanding of your situation.
  We recognize that your main frustration lies with the payment processing timeframe, and we acknowledge that there were missed opportunities for communication that could have offered you better support during this process.
  
  Our standard payment processing timeframe is 7-10 business days. Your sale was finalized at the close of 9/30, and your payment was issued on 10/15. Considering the recent holiday, your payment was issued on business day 10, which falls within the timeframe we communicated.
  
  That said, we understand your frustration regarding the communication towards the end of your experience. We would appreciate the opportunity to connect with you directly to provide better support and work towards improving your overall experience.
  
  Thank you again for your feedback.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a diamond for grading and sale, the diamond was rejected. I requested a change of address for mailing but was never contacted. The item was then mailed to the incorrect address and as it was insured my business partner couldn't pick the item up due to his name not being the recipient. When contacting the company the support agent went around in a circle mentioning the request wasn't seen and that I should pick the package up, which was mailed to the wrong state and city near my business partner. I expressed the complaint that I filed a ticket to change the address of shipping BEFORE and never confirmed the shipping address as it was incorrect. They now wish to charge me $50 for an error made on their end to have it shipped back to me.

  

  Business Response

  Date: 10/14/2024

  Hello *** **************** are sorry to hear about the communication issues regarding your return, and would like to better understand your experience. 
  
  On 9/30, we received confirmation that you selected the ***** location as your desired return location. With that confirmation, we proceeded to ship your package on 10/2. Unfortunately, when you reached out on 10/4 the package had already been shipped. At that point, we were unable to adjust the shipping location, as doing so would void the insurance on the package. Additionally, we are unable to change the label once the package is in transit.
  
  A senior member of our team will be reaching out to you directly to better understand your experience with the return confirmation process and to address any concerns you might have.
  
  Thank you for your patience as we work to resolve this matter.
  
  Best regards,
  
  Worthy Team

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/27/24 I accepted a bid on the sale of a ring. The winning bid was $600.00. I was to receive payment within 5-10 business days. I reached out on 9/5/24 regarding status of payment and received a response that they were still within the timeframe. I again followed up on 9/11 and 9/13 with no response. As of today, I have not received a deposit nor a response as to when I may expect payment. They are also still in possession of my ring.

  

  Business Response

  Date: 09/16/2024

  Hello ****************,
  
  Thank you for reaching out and sharing your concerns.
  
  Our standard payment processing timeframe is up to 10 business days. However, we want to ensure that our customers feel supported throughout their experience with us. After reviewing your complaint, we were able to locate an account under a different name in our system. To protect the account holder's identity, well be reaching out directly to them to provide any necessary support regarding the sale of their items.
  
  Thank you for your understanding, and please let us know if you have any further questions.
  
  Best regards,
  Worthy Team

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 05/24/2024, my ring was received fro preparation. on 05/30/2024 I received an email to tell me that it was ready fro auction. at thsi time, I requested my ring back, I called and they gave me an appointemnt for my ring back(I do not know why) adn the appointemnt was today @ 10:15 am ET 06/03/2024 and no one called me. I got email and I responded to that email telling them I am waiting and the response was that this is ******** and no one answer these emails. I want my ring back please adn do not want to have it auction. This copany keeps giving me the run around

  

  Business Response

  Date: 06/04/2024

  Hello ************,
  
  Thank you for your feedback. We understand how important your ring is to you and we regret that our communication has not met your expectations.
  
  It is standard practice to schedule an appointment with your dedicated auction manager to discuss any concerns and ensure we can facilitate a successful sale. However, it appears there was a breakdown in communication during your recent appointment, and for that, we are truly sorry.
  
  A senior member of our support team will contact you directly to arrange the return of your ring. Please note that any unmounted items will need to be remounted before being returned. We will discuss the details with you to ensure the process is completed to your satisfaction.
  
  We appreciate your patience and will ensure this matter is resolved promptly.
  
  Best regards,
  
  Worthy Team

  Customer Answer

  Date: 06/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  The company is sending a generic message about making standard appointments. The representative apologized that she missed the appointment, once again not my fault or problem. I have been dealing with ******** and she assure me my ring is in preparation to be returned. Once I receive an alert that this is in route and I pick up. I will then be ready to complete my complaint. I would appreciate that the company communicate with its associates before responding to BBB

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  

  Business Response

  Date: 06/19/2024

  Hello ************,
  
  We apologize for not being able to connect with you during your appointment.
  
  Please be aware that as a business, we are obligated to respond to complaints within a specific timeframe according to BBB guidelines.
  
  Our initial response was to acknowledge the severity of your situation and to assure you that a senior member of our team would reach out to you directly. If there was any miscommunication regarding this intent, we apologize. ********, the senior member from our team, has been in communication with you and will continue to work with you until all concerns have been addressed.
  
  Thank you for your understanding and patience.
  
  Best Regards, 
  
  Worthy Team
  
  

• Initial Complaint

  Date:04/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ring to *********************************** started fine. It was a ******* engagement ring brought on December 2022 for over $5,100.00. When they said the opening bid was @$600.00 I was shocked, but I had already agreed to have it unmounted so ok. It sold on 3/21 for under $1k. They sent me an email on 3/29 that the funds would be deposited directly in my account in 5-7 business days. On 4/15 when the funds were not deposited I reached out & was advised the account # was missing a digit. I was shocked because over 2 weeks had past & it doesnt take that long to realize that there is a missing digit (if it was missing) & no one had contacted me. I was advised that the mistake was being immediately taken care of & the funds would be in my account the following day. That didn't happen. As of today the funds still have not been deposited I'm my account and no one has contacted me regarding the payment

  

  Business Response

  Date: 04/19/2024

  Hello ************,
  
  Congratulations on the successful sale!
  
  We recognize the utmost importance of the payment process, and we would like to personally get in touch with you as our records show that your payment has been issued on our end.
  
  Upon finalizing your sale on 3/21, an email confirmation regarding the payment processing time was sent to you. We followed up on this communication on 3/29, notifying you that your payment had been issued based on the original information provided.
  
  On 4/15, we were informed of an error regarding the previously confirmed banking information, which caused a delay in the funds reaching your designated account. As soon as we became aware of the error, we promptly verified your banking details and informed our finance team to reissue your payment. Our records indicate that your payment was reissued to the bank details provided on 4/17.
  
  A senior member of our support team will be reaching out to you directly to ensure that you have received your payment and to provide assistance with any outstanding concerns.
  
  Congratulations on your successful sale, and thank you for your understanding and patience during this process.
  
  Best Regards, 
  
  Worthy Team

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/5/24 Ring appraised and insured for $13,500 Worthy said they would sell my ring. They also fully insured it. Worthy sent me a picture of my ring that was sent and it is repackaged and a diamond was missing. I was told after seven months of back and forth emails they will not cover it due to it not being packaged properly. I have asked for proof of that. I have yet to see any. It was insured by Worthy and ****** Worthy filed a claim with ****** They selled for $100. I was told Worthy would take out the two remaining diamonds and sell them. I did not want to do that. The original ring is what I wanted sold. Then they want to send the $100 and the damaged ring back. I refused and said I would file a complaint. Worthy Item ID ******* Fed Ex tracking ************

  

  Business Response

  Date: 04/19/2024

  Hello ******************,
  
  We are disheartened to learn that our previous communication has not addressed the concerns outlined in your complaint.
  
  The package containing your ring was shipped to us and arrived on 9/7/23. Upon receiving the package it was opened under surveillance, which is a standard practice for the protection of both our sellers and our team. We proactively advised you of the observed concerns and for complete transparency, also shared the intake footage captured of your package being opened with you. As part of our investigation into the concerns with the ring's condition upon arrival, a claim was opened through ****** This claim was later approved for the damage that was concluded to have occurred while the shipment was in transit.
  
  During our team's physical assessment of the package when it arrived, it did appear as though the original packaging may have sustained damage. Only the original shipping label and the manila envelope it was attached to was intact and this was taped on top of packaging we presume ***** used to repackage your shipment with. When we reached out to you to confirm how the jewelry was originally packaged, you advised, "It looks as though someone cut the front of the small rectangular package and stuck it in another fed ex package", confirming our thoughts. In light of the shipping materials you used to package your jewelry not meeting the shipping instructions required to maintain insurance eligibility, we did advise you would not be able to submit a claim through our insurance provider for the damaged ring. As a reminder, the shipping instructions were provided with your shipping label by email and outlined in our terms and conditions which you initially agreed to. As stated in our terms and conditions, "Insurance coverage may be compromised if the materials and packing method you choose are inadequate to protect your item under normal handling conditions during shipment."
  
  We attempted to assist you by offering to provide the monetary reimbursement of $100 from ***** and to auction your jewelry due to there being no concerns with the other two diamonds that were mounted to the ring. When it became clear that you no longer wanted to proceed with the auction process and requested to be paid for the full amount of the ring in question, we once again informed you that we would not be able to pursue insurance. Our team provided a thorough explanation and also encouraged you to file with your personal insurance, if applicable. You have since indicated you have filed a claim through your insurance provider which we were glad to hear was an available option for you. Our team has also communicated with your insurance agent in an effort to help ease the effort involved in resolving this concern through your personal insurance.
  
  Since September 2023, our team has been in communication with you in an attempt to assist in anyway available to us. We understand this is a difficult situation and we have remained transparent about our process, our insurance policy, and all information about your case throughout our communication with you. At this point we are eager to provide you with the amount from the ***** claim and the return of your ring.
  
  The Resolutions Specialist assigned to your case will reach out to you directly to help facilitate these final actions.
  
  Thank you, 
  
  Worthy Team